Assessor Resource

TLII5018A
Manage customer service

Assessment tool

Version 1.0
Issue Date: May 2024


Work may be undertaken in various contexts within the transport and distribution industry.

The unit generally applies to those who provide leadership of others individually or in teams.

This unit is normally packaged at AQF V or above.

This unit involves the skills and knowledge required to manage customer service. It includes planning to meet internal and external customer requirements; ensuring delivery of quality products/services; and monitoring, adjusting and reporting customer service. Licensing, legislative, regulatory or certification requirements are applicable to this unit.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not Applicable

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant sections of national and state or territory regulatory requirements and codes of practice such as consumer protection legislation

Relevant OH&S and environmental procedures and regulations

Organisational policies, principles, codes and performance standards

Risk management as it relates to dealings with customers, and managing potential fall-out from poor customer service

Performance management systems used in the organisation

Quality management systems

Requirements for completing relevant documentation such as reports of customer complaints and resolutions

Steps involved in planning the work activities

Required skills:

Communicate and consult with others to ensure excellent customer service is modelled to staff and that customer issues are resolved

Prepare reports to develop and disseminate information on customer service performance

Interpret and follow operational instructions and prioritise work

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Deal effectively with unplanned events such as a change in the volume of customer enquiries

Monitor work activities in terms of planned schedule, particularly in line with agreed time and quality standards

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Appropriate systems may include:

quality management

customer feedback/response

Customer service standards and plans may include:

response times/delivery times

protocols to which staff are trained to provide consistent quality service

quality specifications

Documentation and records may include:

quality assurance procedures

emergency procedures

customer surveys, lists of complaints, reports from staff in relation to customers

Applicable legislation and regulations may include:

Australian legislation, regulations and codes of practice, including consumer protection legislation

workplace relations regulations

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
The needs of customers are researched, understood and assessed, and included in the planning process 
Provision is made in plans to achieve the quality, time and cost specifications agreed with customers 
Products/services are delivered to customer specifications within the team's/organisation's business plan 
Individual/team performance consistently meets quality, safety, resource and delivery standards 
Coaching and mentoring assist colleagues to overcome difficulty in meeting customer service standards 
Resources are used effectively and efficiently to provide quality products/services to customers 
The organisation's systems and technology are used to monitor progress in achieving product/service targets and standards 
Customer feedback is sought and used to improve the provision of products/services 
Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups 
Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes 

Forms

Assessment Cover Sheet

TLII5018A - Manage customer service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

TLII5018A - Manage customer service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: